Manager of Residential Services

**JOB SUMMARY**

Functions as the strategic business leader for residential service activities required between the homeowners and the management company. Manages luxury condominium facilities with attention to and support of the 4 Pillars of Operational Excellence. Monitors the development and implementation of residential brand strategies and supports the leadership team in flawless execution. Assists in developing and implementing property-wide initiatives that deliver products and services that create owner engagement while remaining in-line with the condominium documents. Acts as the liaison between the management company and the homeowners and fosters positive relationships between all parties.

**CANDIDATE PROFILE**

**Education and Experience**
- Bachelor’s degree from an accredited university in Hotel Management, Hospitality, Business Administration

OR
- Related major; 2 years’ experience in residential hospitality, or related professional area preferred.

**CORE WORK ACTIVITIES**

**Maintaining Residences Operations**
- Maintains knowledge of owners’ name/number/family members, residence numbers, and floor plans and hours of operation.
- Maintains knowledge of all marketing packages and promotions used by the sales team (if the property is still in sales).
- Maintains knowledge of the Hotel Reservation Services
- Responsible for assisting in the day to day operations for Residences, including vendor activity on-site and office administration.
- Conduct daily line-ups
- Participate in monthly departmental meetings to review and assist in the implementation of action plans to improve employee and owner satisfaction.
- Provide employee recognition on an ongoing basis, including an annual staff event.
- Maintain complete knowledge and comply with all residences policies and procedures and protects the privacy of the owners.
- Maintain knowledge of homeowner Rules & Regulations.
- Communicate with the General Manager or the Director of Residences regularly regarding issues and information relating to residents.
- Provide feedback to the General Manager of Director of Residences for local standard operating procedures and assist with departmental compliance.
- Create an environment of open communication for Ladies, Gentlemen and Owners.
- Monitor logbooks and service requests to verify timely completion of tasks.
- Monitor unit admittance procedures and verifies correct key inventory
- Creates and maintains filing system: work orders, reports, home care records, invoices, correspondence, owner forms and proof of insurance.
- Office Communication should be replied to and filed in a timely fashion
- Maintains accurate homeowner’s roster and follow up with services deficiencies
- Knowledge of the computer systems including, Mystique, Buildinglink, scheduling software and key control software.
- Communicates with homeowners, management and employees.
- Manages owner expectations while remaining calm and courteous.
- Works flexible hours, including weekends, holidays and evenings if necessary.

**Managing and Conducting Residences Activities**
- Responsible for assisting in the planning and execution of services and lifestyle activities involving homeowners and the hotel when applicable.
- Responsible for supporting the leadership team in fostering and maintaining good relationships with the homeowners and their representatives by providing services and amenities aligned with Ritz-Carlton Brand and quality standards.
- Actively participate in activities and communication that support full participation in the Owner Engagement Survey.
- Document all resident requests, complaints or problems immediately, implement them in to Buildinglink and notify the designated departments.
- Serves as a liaison between homeowners and various departments and builder/developer.
- Provide homeowners with at least 3 options for vendors or Ritz-Carlton services that can aid in home or unit maintenance. Will report any issues that pertain to vendors or service providers and will assist in resolving the issue.
- Communicate a la carte services provided by Hotel and will communicate requests in a timely manner.
- Submit maintenance and housekeeping requests to the appropriate department and follow up accordingly.
- Collect resident owner’s preferences, track and record additional preferences and put them in Mystique.
- Report any common area items that are not in line with Ritz-Carlton Brand Standards.
- Create an environment that fosters WOW stories and Lionshare Best Practices.
- Familiar with Business Priority Matrix.
- Participation in the creation of WIG’s, Lead Measures and the WIG Boards. Participate in weekly calls.
- Familiar with the balanced scorecards in Employee/Owner Engagement.
- Plan regular social gatherings for owners and assist in the creation of newsletters and other methods for communicating events.
- Assists in the properties cleanliness and is responsible for their part in protecting the physical